Customer Support Operations Analyst

Tovala

1d•$60,000 - $80,000•Hybrid

About The Position

The Support Operations Analyst supports data-informed workforce strategies across Customer Support Operations, handling day-to-day scheduling, real-time workforce management, analytics, and reporting, with hands-on support for Zendesk and Assembled. This role also serves as a point of escalation for support troubleshooting issues and partners closely with Operations leadership to keep workforce plans and daily operations running smoothly. The ideal candidate is detail-oriented and operationally focused, with hands-on WFM experience and comfort working in a fast-growing, multi-channel startup supporting email, chat/messaging, phone, text, and social.

Requirements

Constructively provide solutions via written communication that display empathy & active listening to customer issues
Love to listen to customer problems and don’t quit until you’ve found the best solution.
Passionate about handling complex issues.
Get excited in challenging situations, finding new ways to solve problems
Believe that the team is your best asset for being your best each day
Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience
Able to collaborate & bring ideas to a team setting while being productive independently in a remote setting
Love the excitement and challenge of working for a startup
Available to work extended business hours and weekend shifts

Nice To Haves

Experience with Zendesk, Slack or similar support tools.

Responsibilities

Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities
Maintain and distribute KPI reporting (service levels, occupancy, adherence, shrinkage, cost per contact, productivity), including a weekly scorecard
Conduct monthly meal audits for accuracy and policy compliance
Monitor and report on fraud-related tickets, flagging patterns and escalating as needed
Translate data into clear recommendations for senior leadership
Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels
Build and publish weekly schedules balancing service levels, budget, and employee experience
Process schedule adjustments and PTO requests; track shrinkage to improve forecast accuracy
Schedule offline activities (training, coaching, internal meetings, project work)
Oversee intraday management: real-time monitoring, re-forecasting, staffing adjustments
Track utilization, occupancy, and overtime to catch bottlenecks early
Maintain visibility into in-flight work across queues/channels and redistribute as needed
Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing
Serve as an escalation point for customer support troubleshooting issues, helping resolve or route complex cases
Identify recurring escalation themes and feed insights back into forecasting, staffing, and training plans
Support Zendesk administration (workflows, routing, queues, automations, reporting)
Operate and maintain Assembled for scheduling, adherence, and intraday management
Surface automation and efficiency opportunities to leadership
Support additional tools as needed (e.g., Intercom, Medallia Agent Connect)
Drive improvements in WFM practices, forecasting accuracy, and reporting
Collaborate with Operations, Hardware, Software, and Marketing to align workforce strategy with business priorities
Support special projects tied to growth, new channels, or operational change